ICL
Overview
JOB SUMMARY:
The Complaint/Grievance and Client Care Specialist investigate and resolves client complaints by researching issues, communicating with clients, and collaborating with internal/external stakeholders. Key duties include documenting/logging all complaints, analyzing data to identify trends, recommending improvements, and ensuring timely and resolution. This role requires strong problem-solving, communication, and attention to detail skills. The Complaint/Grievance and Client Care Specialist is an advocate for clients, working to resolve issues and improve overall satisfaction while safeguarding the integrity and efficiency of the agency. Essential Job Functions
Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions. Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy. Document and analyze the data: Maintain accurate records of all complaints, resolutions, and follow-up actions. Analyze complaint data to identify trends, root causes, and potential problem areas. Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements. Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions. Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines. Education of staff: Promote the fact that complaint handling is a centralized process that demand issues be reported and program staff response for information requests timely. Reporting: Prepare and submit reports to regulatory bodies as required. Maintain a high level of confidentiality and professionalism. Essential Knowledge, Skills and Abilities
Committed to the active promotion of ICL values and goals. Strong problem-solving and conflict-resolution skills High attention to detail Accurate documentation and adherence to policies/regulations. Thriving in fast-paced environments and handling high-pressure situations. Deep understanding of relevant programs, policies, and requirements. Familiarity with MS SharePoint and Excel software. Qualifications and Experience
Bachelor’s degree preferred; High School diploma or GED plus 2 years in call centers, customer service, or admin support. Complaint handling or related field certifications are a plus. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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JOB SUMMARY:
The Complaint/Grievance and Client Care Specialist investigate and resolves client complaints by researching issues, communicating with clients, and collaborating with internal/external stakeholders. Key duties include documenting/logging all complaints, analyzing data to identify trends, recommending improvements, and ensuring timely and resolution. This role requires strong problem-solving, communication, and attention to detail skills. The Complaint/Grievance and Client Care Specialist is an advocate for clients, working to resolve issues and improve overall satisfaction while safeguarding the integrity and efficiency of the agency. Essential Job Functions
Investigate and resolve complaints: Research/continually check for client complaints received through various channels (phone, email, website) and provide timely resolutions. Communicate with clients: Directly communicate with clients to gather information, provide acknowledgements/updates, and explain resolutions (potentially in writing) with professionalism and empathy. Document and analyze the data: Maintain accurate records of all complaints, resolutions, and follow-up actions. Analyze complaint data to identify trends, root causes, and potential problem areas. Collaborate with internal teams: Work with other departments/program staff to address complex issues and implement process improvements. Report and recommendation: Provide feedback and reports to management on customer concerns, including recommendations for preventive or corrective actions. Ensure compliance: Make sure all complaint handling is in line with agency policies/ procedures and regulatory guidelines. Education of staff: Promote the fact that complaint handling is a centralized process that demand issues be reported and program staff response for information requests timely. Reporting: Prepare and submit reports to regulatory bodies as required. Maintain a high level of confidentiality and professionalism. Essential Knowledge, Skills and Abilities
Committed to the active promotion of ICL values and goals. Strong problem-solving and conflict-resolution skills High attention to detail Accurate documentation and adherence to policies/regulations. Thriving in fast-paced environments and handling high-pressure situations. Deep understanding of relevant programs, policies, and requirements. Familiarity with MS SharePoint and Excel software. Qualifications and Experience
Bachelor’s degree preferred; High School diploma or GED plus 2 years in call centers, customer service, or admin support. Complaint handling or related field certifications are a plus. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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